Senior Manager, Service Excellence

This is a fully remote position, open to applicants in California.

📋 Description

• Accountable for spearheading the strategy, implementation, and ongoing enhancement of learning, quality, and service recovery initiatives.

• Ensure comprehensive responsibility for equipping frontline associates and Rescue Management Team (RMT) employees to provide exceptional service.

• Oversee operations within the Rescue Management Team.

• Direct service excellence strategies that align with Roadside performance and Voice of Customer objectives.

• Implement a closed-loop model: Training → QA → Performance → Improvement.

• Guarantee adherence to quality and service standards while monitoring the effectiveness of mitigation strategies.

• Utilize QA and operational data to promote targeted enhancements.

⛳️ Requirements

• Strategic Leadership (Expert | 10+ years)

• Performance & Quality Management (Expert | 8–10+ years)

• Learning & Organizational Development (Advanced | 5–8+ years)

• Data-Driven Decision Making (Advanced | 5–8+ years)

• Technology & AI Transformation (Advanced | 3–5+ years)

• Proven track record in developing and implementing organizational strategies.

• Established capability to influence senior leaders and drive transformational change.

• Extensive background in designing and leading quality assurance, performance management, coaching, and continuous improvement initiatives.

• Strong analytical skills with experience in utilizing operational, customer, and quality data.

🏝️ Benefits

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.

• Monthly connectivity reimbursement to assist with internet expenses.